IBM Cloud replaces free support with AI tools
Customers on IBM’s free support tier must rely on AI and documentation from January 2026, or pay for faster response and technical aid.
The cloud computing services offered by IBM will end free human support under its Basic Support tier in January 2026, opting for an AI-driven self-service model instead.
Users will lose the option to open or escalate technical cases through the portal or APIs. However, they can still report service issues via the Cloud Console and raise billing or account cases through the Support Portal.
IBM will direct customers to its Watsonx-powered AI Assistant, upgraded earlier in the year, while introducing a ‘Report an Issue’ tool to improve routing. The company plans to expand its support library to provide more detailed self-help resources.
Starting at $200 per month, paid support will remain available for organisations needing faster response times and direct technical assistance.
The company describes the change as an alignment with industry norms. AWS, Google Cloud and Microsoft Azure already provide free tiers that rely on community forums, online resources and billing support.
However, IBM Cloud holds only 2–4 percent of the market, according to Synergy Research Group, which some analysts suggest makes cost reductions in support more likely. Tencent, another provider, previously withdrew support for basic users because they were not profitable.
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